Customer Success Leader – Northeast Region

This is a fully remote position, open to applicants in United States.

📋 Description

• Report to the Senior Vice President of Growth and lead a regional team of Customer Success Directors.

• Provide coaching, mentorship, and development for Customer Success Directors to foster a high-performance culture centered on proactive client engagement, strategic account planning, and measurable outcomes.

• Ensure the implementation of account strategies that enhance revenue retention, facilitate client growth, improve NPS, and achieve customer success KPIs.

• Utilize data-driven insights to identify accounts at risk, formulate intervention plans, and align customer outcomes with FinThrive’s strategic goals.

• Collaborate cross-functionally with Sales, Product, Marketing, Implementation, Customer Support, IT, and Finance to deliver a seamless customer experience and ensure alignment on account strategies.

• Lead regular Executive Business Reviews (EBRs) and assist in escalation management to maintain client satisfaction and value realization.

• Promote the adoption of FinThrive’s comprehensive revenue cycle technology solutions throughout the customer portfolio.

• Act as the voice of the customer internally and influence product roadmaps through structured feedback mechanisms.

• Work with leadership on forecasting, renewal planning, and upsell strategies to achieve financial objectives.

• Travel up to 50% to engage with customers, attend industry events, and enhance executive relationships.

⛳️ Requirements

• Over 10 years of experience in healthcare technology, revenue cycle management, or SaaS-based customer success.

• More than 5 years of leadership experience overseeing and developing regional or national customer success teams.

• Proven track record in revenue retention, growth, and client satisfaction within intricate healthcare organizations.

• Strong executive presence and communication abilities, capable of influencing at all levels of the client organization.

• Experience in account strategy, KPI management, and operational execution.

• Demonstrated capability to collaborate across functions and foster cross-departmental alignment.

• Excellent analytical, problem-solving, and organizational skills grounded in a data-first approach.

• Proficient in Salesforce, Gainsight, Gong, and other CRM or customer success tools.

• Bachelor's degree required; an MBA or advanced degree is preferred.

• Travel required: up to 50%.

• Previous experience with revenue cycle SaaS technology and service solutions.

• Strong comprehension of healthcare reimbursement, payer-provider workflows, and regulatory requirements.

• Proven success in driving NPS participation, EBR cadence, and customer engagement metrics.

• Commitment to FinThrive’s core values — Customer Centric, Agile, Reliable, Engaged (CARE).

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company match.

• Opportunities for professional development and career advancement.

• Flexible work environment and remote work options.